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Creating the Next Generation of
Digital Engagement
Session #198, February 14, 2019
Hank Capps, MD, SVP, Novant Health and COO, Novant Health Physician Network
Stephanie Landry, Director, Communication & Engagement, Novant Health Physician Network
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Hank Capps, MD, SVP, Novant Health and COO, Novant Health
Physician Network has no real or apparent conflicts of interest to
report.
Stephanie Landry, Director, Communication & Engagement, Novant
Health Physician Network has no real or apparent conflicts of
interest to report.
Conflict of Interest
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• Outline overarching approach to consumer engagement and
consumer experience initiatives
• Review components of a human experience innovation council to
operationalize patient engagement
• Discuss digital approach to engagement through a customized
patient portal experience
• Outline how to keep patient feedback at the center of engagement
work
• Review key learnings to build upon for success
• Summarize what’s next in the engagement journey
Agenda
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• Explain the benefits of implementing patient engagement and
patient experience initiatives
• Describe the components to maximizing patient engagement
through an online patient portal
• Describe how to operationalize a human experience innovation
council
• Describe how to operationalize an electronic patient family
advisory council
• Design an overarching framework for developing a successful
patient engagement program that can be customized for the
attendee’s organization
Learning Objectives
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Novant Health Medical Group by the Numbers
922,000+
578
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Care Delivery of the Future
Relationship continuityRelationship continuity
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Focusing on Personalization and
Connection
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Elevating Customer Experience
and Engagement
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Delivering a Remarkable Patient
Experience
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Service Standards
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Human Experience Innovation
Council (HEIC)
2017 – 2018
• Team Member Rewards & Recognition
• HR Processes – Hiring for a Cultural Fit
• Standard Mode of Dress – NHMG
• Telephone Etiquette: Always Event
• Services Standards: Always Event
• Arrival and Registration: Always Event
2018
• Leader Rounding
• Cultural Alignment
• Operational Phone Assessment
• Appreciation
2018 – 2019
• Patient Forms
• Waiting Room Experience
• New Clinic Culture Camp
• Global Design of Follow-Up
Future
• Continue to move to an “Always On”
approach
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Always
Events
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Measuring Success
Description
2016
%
Positive
2017
%
Positive
2018
%
Positive
90%
Percentil
e Target
Standard care provider
domain
85.6% 86.4%
87.1%
86.5%
Staff worked together
83.8% 84.5%
85.4%
85.1%
Likelihood to recommend
85.6% 86.4%
87.0%
87.2%
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Intentional Strategy of
Implementing New Technology
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Geo
Check-In
Geo
Check-In
ePFAC
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922,393
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Community of patients
engaging with their health
information digitally
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Pre- and Post-Login Experiences
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Pre-Login Experience
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Creating a digital front door
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Scheduled Appointments
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Post-Login Experience
• Schedule appointments
• Send messages to provider
• eCheck-In
• Fast Pass
• Geolocation Check-In
• Complete an e-visit
• Download entire medical record
• Use of Interpreter Services via
Inbasket Messaging with 48hr
turnaround time
• Share medical record with any
provider, anywhere
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E-visits
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Video visits
& on-
demand
video visits
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Personalized health reminders
• Birthday letters for preventative health and screening tests
• Disease-specific, real-time reminders
• Care coordination as next level of intervention for high-risk
patients
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• Designing a mobile strategy with the patient
at the center
• Focusing on a patient-first approach vs.
technology-first approach
• Engaging patients and caregivers with health
information and content throughout the care
journey
• Integrating connectivity to frequently used
health resources
• Creating a seamless experience to access
health information regardless of device or
platform
Patients demand access to health
information and resources at their
fingertips through mobile
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Electronic Patient Family Advisory
Council ePFAC Registration Data
0
500
1000
1500
2000
2500
3000
3500
4000
4500
4,188 e-advisors
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Survey
Topics
Ambulatory waiting room preferences
Patient education
– eBooks and whiteboards
Patient Bill
of Rights
Automated
telephone menu
Defining
value in value-based care
Preferences
when scheduling an appointment
Living well with diabetes
Falls
prevention in acute facilities
Human Experience
Innovation Council project ideas
Preferences
when changing an appointment
Referral scheduling preferences
Retail
clinics
Consumer loyalty programs
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Take Aways:
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Take Aways:
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Take Aways:
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181
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Number of patients over
the age of 100 engaging
with their health
information digitally
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• Engrain patient engagement as part of operational DNA
• Create personalized, consumer experiences, not just patient
experiences
• Deliver on comparably remarkable experiences in acute,
ambulatory and virtual venues of care
• Encourage patients to log in and connect with care providers
• Aggressively turn on new functionality for patients and providers
• Ask patients for input regarding operational decisions along the
way
• Involve clinical teams in shaping the strategy
• Continue to evolve as patient needs and preferences evolve
Key Learnings for Patient Engagement
Success
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Our aspiration is to provide care…
…in a way that
is hyper-
personalized
to each
individual
…in a way that
is hyper-
personalized
to each
individual
…where
consumers
want it
…where
consumers
want it
…when
consumers
need it
…when
consumers
need it
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Hank Capps, MD, SVP, Novant Health and COO,
Novant Health Physician Network
Email: rhcapps@novanthealth.org
LinkedIn: www.linkedin.com/in/rhenrycappsjrmd
Stephanie Landry, Director, Communication & Engagement,
Novant Health Physician Network
Email: sflandry@novanthealth.org
LinkedIn: www.linkedin.com/in/stephaniefriedrichlandry
Twitter: @SFLandry7
Questions
